JOB PURPOSE

 To ensure the accuracy and integrity of customer orders and actively participate in their lifecycle from order receipt to dispatch of goods being the first point of contact for internal and external customers and always providing the highest level of service and support to a region.

RESPONSIBILITIES

 Responsibilities

• Own Account Management and Customer Relationships in cooperation with the Coordinator and Supervisor/Manager
• Be the point of contact for after-sales and process in-season orders
• Participate in creating customer relationship plans & strategies for key customers
• Participate in customer meetings & communication to customers where appropriate
• Maintain customer records
• Interpret and act on customer reports
• Participate in managing stock for store openings and events
• Monitor and challenge (where appropriate) credit decisions impacting orders and stock
• Prepare order confirmations (identify orders not to be confirmed)
• Monitor and prioritise deliveries, chase non-deliveries
• Manage customer generated cancellations
• Process complaints and refunds
• Participate in communication of shortages and re-timings across/within the region, working closely with Order Management
• Process repairs and provisions of spare parts
• Manage returns process end to end and stock swaps
• Assist in managing orders according to local exotics policies
• Be responsible for sending out Collection Notes and Newsflashes in close cooperation with the Coordinator
• Monitor and manage EDI where applicable
• Keep colleagues, line manager and team closely updated with all relevant communication coming from the above tasks

PERSONAL PROFILE

•  Fluent English - verbal and written
• Good knowledge of managing orders - on SAP (AFS/IS Retail) is preferable
• Understanding of order lifecycle activities
• Understanding of shipping and credit processes
• Very good to advanced Excel and numerical skills
• Knowledge of producing reports using Microsoft Excel
• No formal qualifications required but having worked in a very busy customer services department before is essential.
• Knowledge of the fashion industry and any additional languages are a distinct advantage when covering for certain regions.
• Foreign languages advantageous